ITSM Reporting Specialist
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The ITSM Reporting Specialist is responsible for delivering actionable insights, operational reporting, and executive-level dashboards that enable data-driven decision making across Enterprise Service Management processes. This role serves as the primary owner for Service Now reporting, performance analytics, KPI governance, and service management metrics.
In this role, you will have the opportunity to:
Design, develop, and maintain Service Now reports, dashboards, scorecards, and Performance Analytics solutions that provide operational, management, and executive visibility into IT service performance.
Develop and automate ITSM reporting and KPI frameworks, delivering actionable insights on incident, problem, change, request, knowledge, CMDB, asset, and service catalog performance while reducing - manual reporting effort.
Analyze service delivery metrics and trends, including ticket volume, backlog, aging, MTTR, change success rates, problem trends, knowledge adoption, and service request performance, identifying opportunities for continuous improvement and risk mitigation.
Establish and uphold reporting governance, dashboard standards, visualization best practices, and data consistency requirements, ensuring accurate and reliable reporting across ITSM processes.
Partner with ITSM Process Owners, Service Now Platform teams, CMDB teams, and project stakeholders to define reporting requirements, develop success measures, and resolve data quality issues that impact reporting accuracy and decision-making.
The essential requirements of the job include:
Bachelor's degree in a STEM-related field or equivalent experience, with 3-5+ years of experience in IT Service Management, reporting, analytics, Service Now administration, or a related discipline.
Strong hands-on experience developing Service Now reports, dashboards, scorecards, performance metrics, and executive-level reporting solutions.
Working knowledge of ITIL-based ITSM processes, including Incident, Problem, Change, Request, Knowledge, and Configuration Management, coupled with strong analytical and problem-solving skills.
Proven ability to partner with stakeholders across technical and business functions, with strong communication, requirements gathering, and stakeholder management capabilities.
Proficiency with reporting and analytics tools such as Excel, Power BI, and Service Now Performance Analytics, including the ability to translate service data into actionable business insights.
It would be a plus if you also possess previous experience in:
Service Now certifications, including Certified System Administrator (CSA), Certified Implementation Specialist (CIS-ITSM), and/or ITIL Foundation Certification.
Experience with CMDB/CSDM reporting, service data models, and Service Now Performance Analytics configuration.
Experience supporting enterprise-scale Service Now environments and leveraging advanced analytics technologies such as Power BI, SQL, Python, or similar platforms.
Danaher offers a broad array of comprehensive, competitive benefit programs that…
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